Zoho Research Request Quick Reference Guide

Zoho Research Request Quick Reference Guide

  1. Locate the Research Request in Zoho
    1. Open customer Service Request
    2. Click Activity Tab
    3. Look for the Research Request task
    4. Check the circle:
      1. RR: Not assigned yet
      2. Initials: Assigned Research Agent
  2. Review Status
    1. Not Started: In queue, not touched yet
    2. In Progress: Research underway,  pending updates
    3. Follow Up: Missing info needed to continue
    4. Pending: No SP response after 2 business days
    5. Waiting on Someone Else: Internal approval needed
    6. Out of Scope: Requires a different agent
    7. Completed: Research finished, next action required
  3. Open Request for Details
    1. Click to open full view
    2. Under Key Information:
      1. Confirm Task Owner (assigned research agent)
      2. Validate Status
    3. Review:
      1. Research Notes
      2. Distributor/SP Communications
      3. Attachments, if any
  4. Unable to Find from Service Request
    1. Click Activities in Zoho
    2. Click the Search/Magnifying Glass
    3. Enter Service Bench Job Number
    4. Locate Status & Initials
    5. Open for Details
  5. Provide Meaningful Update
    1. Explain research status clearly in plain language
    2. Manage expectations with a date-based timeline
    3. If overdue:
      1. Follow escalations guidance
  6. Document & Progress Job
    1. Notate update in the case
    2. Identify next internal or customer step
    3. Ensure job keeps moving, no dead ends

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